1. Uncovering the “Backstage” of the One-Stop Shop: Personal Accountability and Customer Service in a One-Stop Shop Model at Indiana State University

3. Background
1. Identify core service offices 2. Establish champion team 3. Identify/develop and offer training 4. Develop virtual Sycamore Express websites

4. Background
5. Establish physical Sycamore Express customer service one-stop sites 6. Enhance the availability of e-services 7. Continually market available services 8. Perform assessment and analysis Show website

6. Leadership Team Weekly meetings Cross unit collaboration
It’s like Vegas
Creating a culture of service and personal accountability

7. It all starts with the STAFF
Disney Institute
Three day program for Champion team
One day session for all staff in core offices
Bumping the lamp
Sycamore Service created by HR

9. Personal Accountability
Service team
Supplemental training
Communication

13. Assessment

14. Satisfaction Survey

15. Website Overview

16. Website Overview

17. Training Survey

18. Explore a one-stop on your campus
Indiana State University, Sycamore Express
University of Minnesota, One Stop
University of Cincinnati, One Stop Center
Can it work for you?
Obstacles you may encounter

19. Where do we go from here?
Admissions and recruitment was meant to be separate – does it need to be?
Redesign website to include content from key offices
What is the next big thing? What do our students want/need?
Sycamoreology

20. Ann Malloy, Assistant Director of Admissions ann. malloy@indstate
Ann Malloy, Assistant Director of Admissions Melissa Hughes, Director of Admissions